topic HubSpot Double Opt-in Email Fails with Third-Party Integrations in GDPR

HubSpot Double Opt-in Email Fails with Third-Party Integrations

Gui_the_Frog — Tue, 05 Sep 2023 12:26:13 GMT

Hello HubSpot Community,

I'm currently experiencing an issue with the double opt-in feature in HubSpot, and I wonder if anyone here has encountered something similar or has a solution.

The Problem:

I have enabled the double opt-in setting in my HubSpot account to ensure that all new email contacts confirm their subscription. According to the HubSpot documentation, this should apply to contacts "created through a HubSpot form, non-HubSpot form, lead ad form submission, or via the Forms API."

Everything works as expected when contacts are created through HubSpot forms; they receive the double opt-in email without issue. However, contacts created via my WordPress site using WPForms do not receive the double opt-in email. This remains the case even when I use different integration tools like Zapier, Make.com, and Uncanny Automator. The contacts are created in HubSpot, but the double opt-in email is never triggered.

Is there a known limitation or issue with triggering the double opt-in email when contacts are created through third-party tools?

Any help would be very much appreciated 🙂
Thanks,
Gui

Re: HubSpot Double Opt-in Email Fails with Third-Party Integrations

franksteiner79 — Tue, 05 Sep 2023 13:08:06 GMT

Hi @Gui_the_Frog

So using any integration tool won't trigger double-opt in as this isn't seen or treated as a form submission by HubSpot.

When a contact submits your WPForms, is that showing as a non-HubSpot form submission in HubSpot? Have you installed the HubSpot tracking code on your WP site or installed the WP plugin in HubSpot, as outline in this article?

You either need to ensure the non-HubSpot forms settings are active in your HubSpot portal, or embed HubSpot forms on your WP site - either will trigger the DOI process and email.

I hope that helps.

Frank

Re: HubSpot Double Opt-in Email Fails with Third-Party Integrations

Gui_the_Frog — Tue, 05 Sep 2023 13:38:23 GMT

Hi @franksteiner79 ,

thank you for your answer 👍

I don't want to use the non-Hubspot form but the API. And I can't be dependant of the Hubspot tracking which is blocked if visitors do not give consent on the website (and often blocked by ad-blockers.

On that page Set up double opt-in for emails (hubspot.com)
it says: " When this setting is enabled, contacts who are created through a HubSpot form, non-HubSpot form, lead ad form submission, or via the Forms API will automatically receive a follow-up email with a link to confirm their email subscription."

This is what I do, using the forms API.

The link you sent me as well says that (if I don't want to use the non-hubspot forms)

"Alternatively, you can consider working with a developer to connect your non-HubSpot forms directly using HubSpot's Submit data to a form API or an existing form integration."

But unfortunately, no word on the help pages about that use case. It's confusing...

Re: HubSpot Double Opt-in Email Fails with Third-Party Integrations

franksteiner79 — Tue, 05 Sep 2023 13:50:42 GMT

Got you, but using any of the tools you mentioned and the forms API are two different things.

And even using the forms API needs the tracking code in order to pass on contacts original source - otherwise they will all show up as "offline source" in your reports.

Why the reluctance to use the non-HubSpot forms functionality? Don't get me wrong, I am no fan either but based on what you describe it's either that or embedding a HubSpot form on your page. You know you can embed raw HTML so you can apply styling on your site if that helps.

Frank

Re: HubSpot Double Opt-in Email Fails with Third-Party Integrations

Gui_the_Frog — Tue, 05 Sep 2023 16:48:50 GMT

Hi, again @franksteiner79

well, the Hubspot forms are recognized as trackers by adblockers (which may not be the case but they are still tagged like this) and somehow limited (we have a complex business and need to ask a lots of information in our forms. Having the ability to create "steps" is very important for us).
This is why we want to take the "third party" way.

Ok, so it won't be possible probably. I saw that someone took a different approach. He deactivated the DOI option and recreated a custom process with workflows (based on different type of subscriptions).
Quite a bit of work but it would give us the possibility to activate the DOI only in the countries where it's requested. Still, a bit of a pain...